Return Policy
At Susan & Lily, we are committed to customer satisfaction while operating an efficient international fulfillment model.
We work with multiple global suppliers, including fulfillment partners located in China. Because return addresses differ depending on the product, customers must contact us before sending any return.
Pre-approval is mandatory for all returns.
Email: info@susanandlily.com
Returns sent without written approval and the correct return address will not be accepted or refunded.
1. 30-Day Return Window
Customers may request a return within 30 days of confirmed delivery.
To qualify, items must:
- Be unused and unworn
- Be in original condition
- Include all original tags
- Be returned in original packaging
- Be complete with all components
2. International Returns & Shipping Costs
Depending on the supplier, returned items may need to be shipped to a warehouse in China or another international facility. Return shipping from Canada to international destinations may be significantly higher than domestic shipping rates.
Estimated return costs typically range between CAD $25 – $70, depending on carrier and package size. All return shipping costs, customs fees, duties and associated risks are the sole responsibility of the customer.
Customers acknowledge and agree prior to purchase that certain returns may require shipment to international facilities, including warehouses in China.
3. Mandatory Return Procedure
- Email info@susanandlily.com with your full name, order number, reason for return and photos (if applicable).
- Wait for written confirmation and the correct return address.
- Ship using a trackable shipping method.
- Email the tracking number and proof of shipment.
Important:
-
Returns without tracking proof will not be refunded.
- We are not responsible for lost or damaged returns.
- Incorrect customs declarations may result in additional charges or delays.
4. Refund Processing
Once received and inspected, approved refunds are processed within 7 business days to the original payment method. Original shipping costs are non-refundable. Return shipping costs are non-refundable.
If the returned product does not meet the stated conditions, a partial refund or refusal may apply.
5. No Direct Exchanges
We do not offer direct exchanges. Customers wishing to receive a different size or product may place a new order after their return has been processed.
6. Non-Returnable Items
- Custom-made or personalized products
- Hygiene-sensitive items (including underwear, lingerie or swimwear once opened or worn)
- Items requested after the 30-day window
7. Refused or Uncollected Packages
Orders refused at delivery or not collected from a pickup location will be treated as a return.
All actual shipping costs, return-to-sender fees, customs charges and handling costs incurred by Susan & Lily will be deducted from any eligible refund.
If return shipping and associated fees exceed the original order value, no refund will be issued.
8. Damaged or Incorrect Items
Customers must report damaged or incorrect items within 48 hours of delivery and provide clear photographic evidence.
Failure to report within this timeframe may impact eligibility for replacement or refund, except where required by applicable consumer protection laws.
9. Order Cancellation
Orders are processed automatically and begin fulfillment shortly after purchase. Cancellation requests can only be accommodated if the order has not yet entered the fulfillment process.
Once fulfillment has begun, the order cannot be cancelled but may be returned in accordance with this policy after delivery.
10. Acceptance of Terms
By placing an order with Susan & Lily, you confirm that you have read, understood, and agreed to this Return Policy, including international return conditions and customer responsibility for return shipping.